Customer Care & Help Desk

Content  What is Help Desk?  Who should use these?  Features of Help Desk  Hierarchy of Help Desk (Level of User)  Flow of Help Desk (Working of Help Desk)  Role of Customer  Role of Coordinator  Role of Specialist  Role of Agent

What’s Help Desk? Help Desk application, provides first level support & assistance to the customer for immediate troubleshooting. Application maintains a library of complaint/problems with there likely solutions that can be suggested to the customer on line.

Who Should use Help Desk Companies that provide IT network Management Services. The organization who want to provide instant solution to their customers.

Important features  Web based application (can be accessed globally)  Centralised complaint management & redressal.  Authenticated User Login (encrypted password)  Categorized user / Complaint management.  Instant solution & escalation process  Tracking complaints and maintaining history of each  Advanced search options  Facility to Export to Excel & PDF format  FAQ management & solutions for complaints.

Hierarchy of Help Desk ( Level of Users) The users seeking solution, enters the problem or searches solution for a particular problem Person who categorizes the problem and assigns it to a specialist also updates complaint status Person who attends calls/mails of customers and logs complaints on behalf of customers. Searches solution from FAQ & provides instant solution Specialized person with ultimate responsibility for providing solution to customer. He updates the library of FAQ’s & solutions. Customer’s Coordinator Agent Specialist

Complaint through Phone / mail Flow of Help Desk (Movement of Problem) Customer’s Agent Specialist Coordinator Provides Solution Problem Solved / unsolved Logs Complaint Distributes complaint Logs Complain for Customers Sends back

Customer’s Interface Detail of logged user – last login date and current logged date Personal Detail of logged user – Department, id etc. List of the complaint and its detail status Action that customer can take – filter records, add complaints, export data etc

Role of Customer Basic role that customer plays in Help Desk are: 1.Refer FAQ – seek help from library (FAQ’s) 2.Log complaints to seek solution from specialist 3.See the status of logged complaints 4.View solution of the complaints 5.Filter complaint – pending complaints, closed complaints, etc 6.Accept or Reject solution of logged complaints

Actions of Customer Detail Chat (complaint, solution) made between the concern persons Detail of complaint logged File attached to clear the complaint Customer can accept the solution if it solves the problem else reject it Click to see the detail of the complaint/problem

Coordinator’s Interface Detail of coordinator Filter complaints Detail of complaints – (closed, pending & unassigned) View all the complaints detail List of problems Assign the selected problem to specialist

Role of Coordinator Role defined for coordinator are listed below: 1.Categorized the complaint logged by customer 2.Assign complaints to Specialist for solution 3.Reassigns the complaint to another specialist (when complaints are send back to coordinator by specialist) 4.View complaint history 5.View status of complaints 6.Initiates escalation process.

Action of Coordinator Click to see the detail of problem Edit and set priority and Component Assign the problem to specialist

Specialist Interface See the list of complaint not added to FAQ list List of complaint for action Click to see detail

Role of Specialist Specialist roles are 1.Provide solution to problems / queries sent by customers 2.Add the complaint to FAQ (if the query is appropriate to be added) 3.Send back the complaints if it does not belong to their domain 4.Chat with customers and coordinator to get more clarification about problems

Action that Specialist can take See the list of complaint to be added in FAQ list List of complaint waiting for action. Click to take action Attach file (if any) to provide appropriate solution Enter solution Communicate with customer & coordinator Send solution to customer Send back to coordinator, when problem does not belong to them

Agent’s Interface This is something unique feature that we have provide lets have a look Customer make call to agent => Agent easily gets detail of the user just by entering any one of search parameters Click to get detail Enter any one parameters to search customer’s detail

Role of Agent Agent’s attend the complaint of customer either through phone or by and enter complaints or problems on behalf of the customer

Actions of Agent Click the name to fetch the details of the customer’s logged complaints To add new complaint or search solution from FAQ list Complaint history of the customer

Process of logging complaint either from Customer’s interface or from Agent’s interface are similar => click on Refer FAQ & Add Complaint Adding Complaint To add new complaint or search solution from FAQ list Select Component => Module => Sub-module Get the solution from the FAQ Detail list If solution does not exist in FAQ then Add Complaint Fill the necessary detail and submit the complaint

Adding Complaint in FAQ Complaints are logged by Customer’s and Agent its solution are provided by Specialist. If these complaints are valid then they are added in FAQ list. Adding complaint to FAQ list are decided by Specialist. Shows the complaints/problem that are not yet included in FAQ list Click to Add the above complaint to FAQ List Select Component => Module => Sub-module Change the subject of complaint if necessary Write solution Attach file if necessary Change the format of solution Submit solution to FAQ Library

Conclusion The key for having a successful business is not just coming up with a product that amazes everybody, but actually providing those who buy it, a support level that ensures customer delight.